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Live Chat Benchmark Report 2020 Covid-19 Edition


Live Chat Benchmark Report 2020 Covid-19 Edition

With the emergence of the Covid-19 pandemic in early 2020, so much has been thrown into question, raising the value of benchmarking even further.

To help our customers understand all this and more, we have put together the 2020 Live Chat Benchmark Report – Covid-19 Edition. The report reveals key live chat performance metrics broken down by team size and industry, including wait times, CSAT, chat duration and volume.

From analysis of over 59 million chats, the report will show you:

  • The effects of Covid-19 on live chat operations across team sizes
  • The latest live chat trends from 14 major industries including Financial Services, Healthcare, Technology, and eCommerce
  • Data-driven insight to prepare your live chat team for the future beyond the pandemic.

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